Creating a CX Vision & Understanding Your Customers | SA CXRt CIWG

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SA 5000


Event description


A Common Interest Work Group presented by SIRF Roundtables SA.

Attendance is free for anyone as we launch the new CX Roundtable in SA.

A company’s CX Vision is the goal – what all efforts at improving the customer experience to achieve. It is important. A top level acknowledgement that your organization is primarily in the customer-service business is not enough to achieve organizational change. To build internal momentum for initiatives to develop a unique customer experience, a company must understand how that helps it perform distinctively in the market, and that is the purpose of the vision. The conviction and shared aspiration that stem from understanding the customer experience an organization wants to deliver will inspire, align, and guide everyone, bringing innovation, energy, and a human face to what would otherwise just be strategy.

Writing a vision without a deep understanding of your customers and your value proposition to them would be a big mistake. Almost as big as not realising the ever changing nature of your customers’ needs, wants, and expectations of your service. Vision statements must be refreshed or they lose value.

Customer Experience Vision

This workshop will cover the topics of understanding customers and methods for creating / reviewing / improving / communicating a CX Vision. Join your peers as we discuss such topics as:

  • Identifying the gap between needs, wants, and expectations and experience
  • Finding the key points in the journey where CX really matters
  • Seeing your company as the customer sees you
  • Different types of visions: statements, sets of statements, images, stories
  • Communicating the vision – how often? What avenues? What works and what doesn’t?
  • How do you change a CX Vision to keep it current?


8:40 am - Arrive and check in
9:00 am - Prompt start with safety information and introductions
9:30 am - Group defines expectations for the day
Followed by group discussion / presentations
12:00 - 12:30 pm - Lunch (provided)
Followed by a site tour and continued discussion
2:15 pm - Wrap up & event feedback
2:30 pm - Event ends

Who Should Attend?

SIRF Common Interest Work Groups are for anyone interested in the topic of the day, and have the broadest attendance range of any of our events. Chances are good that if you’ve read this far, this event is for you!

About SIRF Rt Common Interest Work Groups

All SIRF Rt events are designed to provide a safe environment for open discussion with peers on the topic of interest they are working on, in and around. SIRF Rt Common Interest Work Groups (CWIG’s) provide the best forum for peer-to-peer learning and best practice sharing. Participants are asked to bring something for ‘show and tell’ about the topic of the day as it applies at their organisation – it could be a full presentation, a few photos, a brief descriptions of their current efforts, a couple of charts or graphs – anything that will help improve the discussion or other participants’ understanding of your workplace. After each company shares the deeper discussion follows, guided by our practiced facilitators.

SIRF Roundtables


When do I need to register by?

Registration typically closes three business days before the event for Common Interest Work Groups


This event is included in SIRF Roundtable membership. It's also free right now to everyone, as we launch our new CX Roundtable.

Who can I contact for further information?

Sean Lewis 0466 256 736

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SA 5000


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